We are looking for a friendly, confident, patient-focused and highly proactive Customer Care Executive to join our skin clinic.
The primary responsibility of this role is to handle patient enquiries, understand their concerns, provide accurate information about the clinic and its services, convert enquiries into appointments, and ensure a smooth experience for patients from their first interaction with the clinic.
The ideal candidate should have excellent communication skills, a pleasant personality, strong follow-up abilities and a genuine interest in helping patients.
Key Responsibilities
1. Patient & Enquiry Management
* Handle incoming calls, WhatsApp messages, Instagram/social media enquiries and other patient queries.
* Understand the patient’s concern and guide them appropriately regarding consultation and clinic services.
* Explain treatments, procedures, consultation processes and basic clinic information clearly.
* Maintain a warm, professional and reassuring communication style with every patient.
* Escalate medical or treatment-related questions to the doctor/therapist whenever required rather than providing medical advice independently.
2. Appointment Generation & Conversion
* Convert enquiries into confirmed appointments.
* Understand the patient’s requirement and recommend the appropriate consultation pathway.
* Follow up with patients who enquire but do not immediately book an appointment.
* Follow up with patients whose appointments are cancelled, postponed or missed.
* Work towards improving enquiry-to-appointment conversion.
3. Patient Follow-ups
* Conduct timely follow-ups with new enquiries.
* Follow up with existing patients wherever required for appointments, reviews, treatment continuation and other clinic-related requirements.
* Maintain proper records of enquiries and follow-up status.
* Ensure no genuine patient enquiry is left unattended.
4. Patient Experience
* Make patients feel comfortable, heard and well-guided from their first interaction.
* Coordinate with the front desk, doctors and therapists to ensure smooth patient flow.
* Handle basic complaints or concerns professionally and escalate them to the appropriate person when necessary.
* Maintain a high standard of service and professionalism at all times.
5. CRM & Reporting
* Maintain accurate records of leads, enquiries, appointments, follow-ups and conversions.
* Update CRM/software/WhatsApp records regularly.
* Track pending follow-ups and ensure timely action.
* Share daily/weekly reports on enquiries, appointments, conversions and follow-ups with the management team.
Skills & Qualities Required
* Excellent verbal and written communication skills.
* Fluent in English and Hindi; knowledge of the local language is an advantage.
* Pleasant, confident and approachable personality.
* Strong persuasion and appointment-conversion skills.
* Good listening and interpersonal skills.
* Patient and empathetic towards customers.
* Strong follow-up and organizational skills.
* Comfortable using WhatsApp, computers, CRM systems and basic office applications.
* Ability to handle multiple conversations and enquiries simultaneously.
* Professional appearance and behaviour.
* Should be target-oriented and proactive rather than waiting for patients to respond.
Preferred Experience
* 1–3 years of experience in customer care, telecalling, patient coordination, hospitality, sales or clinic/hospital front-office roles.
* Experience in a dermatology, aesthetic, cosmetology, wellness or healthcare clinic will be an added advantage.
* Freshers with excellent communication skills and the right attitude may also be considered.
Key Performance Indicators (KPIs)
The candidate will be evaluated on:
* Number of enquiries handled.
* Enquiry-to-appointment conversion rate.
* Follow-up completion rate.
* Number of appointments generated.
* Appointment show-up rate.
* Patient satisfaction and communication quality.
* Response time to enquiries.
* Accuracy of CRM/patient records.
* Overall contribution towards clinic growth and patient retention.
What We Are Looking For
We are looking for someone who understands that customer care is not just answering calls — it is about building trust and helping the patient take the next step towards getting the right consultation.
The right candidate should be energetic, responsible, compassionate, commercially aware and extremely good at follow-ups.
Pay: ₹9,887.40 - ₹27,987.40 per month
Benefits:
Language:
Work Location: In person
